Senior Customer Success Manager

About the role

At Clari + Salesloft, we’re building the next era of enterprise revenue—one where teams make confident decisions powered by AI and real signals. By combining our scale, insights, and AI innovation, we’re creating the industry’s first Predictive Revenue System, enabling humans and AI to work together to make smarter decisions and drive consistent growth. With thousands of customers using our platforms daily, we have an unmatched view into how revenue is actually won—the Revenue Context that reveals what happens, when, and with what outcome. This gives us a unique opportunity to transform the entire category and set a new benchmark for how modern revenue teams operate.

As a Senior Customer Success Manager, you will be pivotal to our company’s success. You will act as the go-to resource for our valued customers, ensuring successful product adoption and retention. You’ll build trusted relationships with key executives and influencers, drive customer adoption through strategy calls and customized business reviews, and showcase the compelling impact of Salesloft on your customers’ business. You are the quarterback of the customer experience, with an obsessive focus on their outcomes.

Responsibilities

• Build custom Mutual Success Plans to align Salesloft’s strategy with the customer’s business objectives.
• Guide customers in prioritizing next steps on a Mutual Success Plan, managing multiple points of contact.
• Partner with internal teams on tasks and projects that impact the broader organization.
• Review trends in customer data and proactively identify focus areas.
• Create impactful Quarterly Business Reviews (QBRs) and prioritize data based on insight and relevance for each customer.
• Identify unusual trends in data and anticipate key follow-up questions from customers.
• Provide strategic guidance to customers around sales and sales engagement best practices tailored to their use case.
• Champion industry best practices and challenge customers on their approach.
• Lead customer-facing webinars and internal trainings around industry insights and recommendations.
• Lead phone calls and on-site meetings with stakeholders (including C-level), navigating both positive and challenging conversations with ease.
• Drive customer adoption through strategy calls and customized business reviews at the executive level.

Onboarding & Growth Milestones

• Within one month, you’ll:
  • Attend Salesloft’s New Hire Orientation and complete our 3-week Sales Bootcamp.
  • Begin 1:1s with your manager, understand your 30-60-90 day plan, and meet key team members.
  • Set OKRs (Objectives and Key Results) with your manager and develop an action plan.
  • Meet key partners in Account Management, Finance, Marketing, and Executives.
  • Become demo certified.
• Within three months, you’ll:
  • Begin working directly with customers.
  • Become Salesloft admin-certified and enroll in our Salesloft PM certification program.
  • Develop expertise in the Salesloft platform and modern sales engagement best practices.
• Within six months, you’ll:
  • Execute customer success plans to encourage adoption and process optimization.
  • Demonstrate quantifiable ROI to customers through success stories.
  • Develop a deeper understanding of technical product aspects and educate customers and peers.
• Within twelve months, you’ll:
  • Set an example for new CSMs, assisting in training, onboarding, and motivating new team members.
  • Be a proven self-starter, capable of mastering complex concepts with minimal assistance.
  • Understand the challenges organizations face when implementing new technology and help manage change.

Requirements

• 6+ years of experience in a Customer Success role.
• 1+ years of experience using Salesforce CRM, with intermediate to expert knowledge of components such as leads, activities, contacts, opportunities, and reporting. (Salesforce Admin Certification is a plus.)
• Previous experience in a SaaS/Technology company or fast-growing startup preferred.
• Superb listening skills and the ability to uncover a customer’s true objectives.
• High level of empathy and emotional intelligence, with agility in adapting to any audience or personality.
• Clear, confident, and compelling communication skills—in writing, conversation, and presentations.
• Expert project management skills, with the ability to prioritize ruthlessly and manage stakeholder expectations.
• Resourcefulness, creativity, and the ability to build playbooks when none exist.
• Confidence in technical conversations (e.g., APIs).

The Team

Our Customer Success team is comprised of seasoned and up-and-coming account management professionals. The team develops and maintains a deep understanding of customers’ business drivers and goals, steering activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are met, partner with sales to define and achieve success criteria, and demonstrate ROI to ensure renewals. We strive to ensure customer satisfaction through inspiring, educating, driving adoption, managing stakeholders, and influencing the customer.

Pay

Base Pay Range: $101,000—$135,000 USD. The total compensation package may also include performance bonus, benefits, and other incentive compensation plans. Actual compensation is based on factors unique to each candidate, including skill set, depth of experience, certifications, and specific work location.